Reception Manager

Manage and lead the Reception team and maintain suitable processes for the smooth running of activities Ensure that existing reception systems are functioning efficiently and effectively Work closely with the Patient Admin Lead to provide support for patient administration Monitor systems and make suggestions for improvement Be responsible for the day-to-day running of the team including managing routine HR issues Implement objectives for the Reception team and evaluate progress, oversee implementation of objectives and identify any barriers to reaching these objectives. These objectives will be agreed in line with overall practice objectives. Provide feedback to the team about practice matters, run reception meetings, attend other team meetings as required, and represent the team to the rest of the practice in practice meetings Disseminate information to the whole practice team in relation to Reception including appointment availability and any agreed system changes Ensure that the team delivers high quality services to patients Ensure that the registration processes for new patients (including the provision of appropriate information to patients) are followed and to review and make suggestions for changes to this system. Implement the practice confidentiality policy and ensure training for all staff is included as part of their induction and that regular updates take place. Ensure that the notice boards in the waiting areas are kept up to date and that a regular rotation of appropriate displays takes place during the year Help to develop information about the services provided by the practice and work with the admin team to ensure that the practice website and leaflet contains up to date information about Reception. Be prepared to regularly undertake reception duties in the case of unplanned absence of reception staff Attend external meetings to assist the development of the practice Patients Work with the Practice Manager and others foster and develop a patient focused service with a strong customer ethos Ensure that patient satisfaction is maintained at every opportunity and to provide opportunities for regular feedback including the implementation of patient surveys. Ensure that all Reception staff are adequately trained to handle complaints sensitively Be involved with the practice patient participation group, working with the Practice Manager and GP leads Maintenance of the Reception and Waiting Area Ensure that the reception and waiting areas are comfortable and there are suitable means to display and make information for patients available Ensure that the waiting rooms, reception area and storage areas are kept clean and tidy. Liaise with the Building Services Manager regarding any maintenance work identified in the patient and reception areas Implement practice policies and procedures regarding health and safety in reception and waiting areas Contribute to the updating of the practice business continuity plans (including IT) Have a clear understanding of telephone systems, daytime and out of hours Have a clear understanding of the security and fire alarms